Front-line position whose primary job is to interact and assist clients and customers by phone, email and other channels, as they are added. CSR’s must be comfortable interacting with clients and customers and responding to their requests accurately and courteously by providing information, resolving problems, recommending appropriate products or services, or routing requests to the proper area in accordance with established policies, procedures and compliance regulations. CSRs must maintain professional and profitable relationships with clients and customers on behalf of the company by taking ownership for each customer contact, and thoroughly diagnosing and resolving the issue, problem or concern. CSR’s serve as client/customer advocate by educating them, communicating requirements, assessing potential impacts, and ensuring that all client/customer requirements are met. CSR’s are also responsible for documenting client/customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Additional functions include serving as subject matter experts on new initiatives, or participating in special service center projects.
Must work closely with Call Center Manager, Supervisors and Team Leaders to identify report and resolve all CSR, client, customer and operational issues that impact service quality, customer relationships and FBMC’s brand.
• Meet monthly SLAs and key customer service call center performance goals for customer satisfaction, quality, productivity and key performance metrics.
• Ensuring that client and customer questions and problems are resolved properly and quickly while meeting all compliance requirements. This includes addressing challenging client and customer problems that require escalation outside of the department.
• Adhere to all departmental policies and procedures.
• Report system, client, customer and operational issues that impact service quality.
• Strive to provide all clients and customers with an outstanding customer experience.
• Build, establish and maintain open lines of communication with peers, trainers, team leaders, supervisors, managers, QA, and other areas of the company to facilitate problem solving.
• Keep informed of all new products and services to ensure all questions about products and services are handled properly.
• Support and promote all company and department sales, service and quality initiatives.
This Job Description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by the Manager.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High school diploma or general education degree (GED). A minimum of 1 year in a call center environment with demonstrated customer service skills. Excellent oral and written communication and interpersonal skills including the ability to handle complex and/or escalated customer issues. Fluency in English and Spanish required.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Fluency in English and Spanish required
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
To perform this job successfully, an individual should have knowledge of Microsoft Office, various data encryption applications, and internet
Certificates and Licenses:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to walk.
Monday – Friday; Flex hours between 7:00 a.m. – 8:00 p.m. with at least 30 minutes for lunch and not more than a 90 minute lunch.
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